Want to know more about what you can do with tickets? Here are answers to the most common questions.
Q: How do I create a ticket from OmniServe?
A: While handling a customer engagement in OmniServe, open the Tickets sidebar from the action bar and create a ticket linked to that engagement. The process has two steps: first select a template and add a title, description, and priority; then enter the customer's details and complete any custom fields. The customer automatically receives an SMS or email as soon as the ticket is created.
Q: What is the difference between a customer-facing ticket and an internal ticket?
A: Customer-facing tickets must be linked to an OmniServe engagement and include customer information. Internal tickets are created from any ticket tab using the [+] icon, are not tied to an engagement, have no customer fields, and only show internal templates in the dropdown.
Q: Can I link a ticket to other tickets, and how do I unlink them?
A: Yes, tickets can be linked regardless of type or status — including archived tickets. Open the link panel from within a ticket and search by ticket ID or title to select the ones you want. To unlink, hover over the linked ticket and use the unlink option — a confirmation prompt appears before the link is removed. Unlinking does not affect the tickets themselves.
Q: Are internal notes visible to customers?
A: No, internal notes are visible to your team only and are never shown to customers. You can mention teammates using @, add emoji, and write up to 500 characters per note. Notes can be edited or deleted after creation, and the original timestamp is preserved even after edits.
Q: What does the activity log record, and can I review a ticket's full history?
A: The activity log automatically records every action taken on a ticket — including status changes, assignments, edits, notes, tags, linking, and archiving. Entries use clear, consistent language and the log supports infinite scroll for tickets with a long history.